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Business Profile

Mental Health Services

Talkspace
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Talkspace's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Talkspace has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    • Talkspace

      2578 Broadway # 607 New York, NY 10025-5642

      BBB accredited business seal

    • Talkspace

      254 W 54th St Fl 13 New York, NY 10019-5516

      BBB accredited business seal

    Customer Complaints Summary

    • 242 total complaints in the last 3 years.
    • 49 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/21/2023

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was quote 0 dollars as my insurance would cover my appointments but imagine my surprise when I was charged ***** and checks started bouncing.Reached about it to Talk Space immediately and no response but generated email along with no phone number to contact them at. Extremely frustrated with this business side. Using Talkspace for a reason and stressing over finances is definitely not what I need right now

      Business Response

      Date: 03/01/2023

      Hi,

      Thanks for reaching out to Talkspace Escalation Support.

      We have looked into the account found that the issue has been addressed and resolved directly by the Talkspace Customer Support team and the client.

      We apologize for the inconvenience. Please let us know if there is anything else that we can help you with.

      Sincerely,

      Talkspace Escalation Support

    • Initial Complaint

      Date:02/17/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      The Talkspace advertise for 1 hour free consulting sessions are offer to new patients --and they do ask you to input credit card info and health insurance info ---after the check they told you you're covered and eligible for 1 hour ( 30 minutes/session, total 2) free time, after the 1st visit, they're encouraging you to schedule a second time because they said 'you still have half an hour free session' ---- then after this experience, I noticed I still been charged $182 dollars for hte 1st houR---I asked them why ---they said ***** because you're insurance still need to pay to the deductible amount that's why you need to pay

      Business Response

      Date: 03/01/2023

      Hi,

      Thanks for reaching out to Talkspace Escalation Support.

      We have looked into the account found that the issue has been addressed and resolved directly by the Talkspace Customer Support team and the client.

      We apologize for the inconvenience. Please let us know if there is anything else that we can help you with.

      Sincerely,

      Talkspace Escalation Support

    • Initial Complaint

      Date:02/16/2023

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been using Talk Space for Therapy. I signed up with them under my insurance and cleared with my insurance that I was covered. They have been charging me out of pocket the entire time and trying to get me to be reimbursed by my insurance. This is complaint number one. My husband also signed up with them for marriage counseling and we were passed around to two different therapists that we never had a therapy session with. He was billed anyway. I made a complaint to them to add my insurance to my therapy and it did not happen. My therapist has now quit the company (which she commented multiple times how poorly run it was). They sent me a notification saying that my account would be automatically shutdown since my therapist left (unless I chose a new therapist) I did not and so expected. them to close the account. Instead I was billed again. This company has no way to reach them by phone and make clients email them and wait days for responses that are vague and unhelpful.

      Business Response

      Date: 03/01/2023

      Hi,

      Thanks for reaching out to Talkspace Escalation Support.

      We have looked into the account found that the issue has been addressed and resolved directly by the Talkspace Customer Support team and the client.

      We apologize for the inconvenience. Please let us know if there is anything else that we can help you with.

      Sincerely,

      Talkspace Escalation Support

    • Initial Complaint

      Date:02/08/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I signed up at the start of January because Talkspace offered $0 with my company's insurance. I saw "unlimited video and messaging sessions" during onboarding. My wife is a dependent and also signed up and started Therapy at the same time. I've been billed 3 times for $131 and I want all payments refunded. My wife has not been billed to her card on file. Talkspace support has said to contact my insurance company, who says to contact Talkspace to resolve. I cancelled January 29, I only wanted to try online therapy. The irony is the headache this process has caused.

      Business Response

      Date: 03/01/2023

      Hi,

      Thanks for reaching out to Talkspace Escalation Support.

      We have looked into the account found that the issue has been addressed and resolved directly by the Talkspace Customer Support team and the client.

      We apologize for the inconvenience. Please let us know if there is anything else that we can help you with.

      Sincerely,

      Talkspace Escalation Support

      Customer Answer

      Date: 03/06/2023

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      [Your Answer Here]

      It is not resolved. I need $262 refunded in order to resolve. Thanks.  

       

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

      ***************




       

      Customer Answer

      Date: 03/21/2023

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      [Your Answer Here]

       Please issue a refund for $262 to consider the matter resolved. Thank you for your consideration. 

       

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

      ***************




       

      Business Response

      Date: 03/28/2023

      Hi There, 

      As I advised in our other email thread, I was able to get a full refund for all charges on your account processed. You should see the refund come back to your card in the next **** business days depending on your bank.  Please reach out to me if you need any further assistance.

    • Initial Complaint

      Date:02/03/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I signed up for Talkspace and started with a provider and 5 weeks into using Talkspace, they removed my provider without explanation or any communication about this. I came to Talkspace to work with a provider and build a trusting relationship with that person and to have Talkspace remove this person from my account, when I had confirmed upcoming appointments, without any communication or explanation is an absurd business practice. I emailed Talkspace Customer Support asking why this happened and if my provider could be reinstated and have not hear back. Unfortunately, the provider I was using is on Talkspace and not in private practice or I would leave this awful service and never return.

      Business Response

      Date: 03/02/2023

      Hi,
      Thanks for reaching out to Talkspace Escalation Support.

      We have looked into the account. Our Talkspace Customer Support team will reach out to the client shortly.

      We apologize for the inconvenience. Please let us know if there is anything else that we can help you with.

      Sincerely,

      Talkspace Escalation Support

    • Initial Complaint

      Date:01/24/2023

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 1/24/23, I had a psychiatry appointment scheduled with Talkspace's online platform. This was to be my first appointment with a provider. I had been charged $249 in advance of the appointment. About 10 minutes into the scheduled session time, the provider had not signed onto the meeting, and I received an automated message saying that if the provider didn't show up, then I would be issued a refund and/or could reschedule on the platform. No one showed up and the only phone number the platform makes available is a suicide hotline. No one responded to the live chat. I am a psychotherapist myself, and I can't emphasize how incredibly reckless and unethical this is. Certainly, there may be times when a provider can't show up because of an emergency, but there absolutely has to be a backup plan in those cases. Someone absolutely must make contact with that patient, and a suicide hotline is not it. I already knew that I would never recommend Talkspace for ongoing psychotherapy. I already knew that was a farce. However, because I simply needed a prescription from a licensed provider at a reasonable self-pay rate, I thought this might suffice. I was absolutely wrong - Companies like Talkspace are destroying the landscape of mental healthcare.

      Business Response

      Date: 03/01/2023

      Hi,

      Thanks for reaching out to Talkspace Escalation Support.

      We have looked into the account found that the issue has been addressed and resolved directly by the Talkspace Customer Support team and the client.

      We apologize for the inconvenience. Please let us know if there is anything else that we can help you with.

      Sincerely,

      Talkspace Escalation Support

    • Initial Complaint

      Date:01/18/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Talkspace charged me $256 for counseling. I chose Talkspace because their website said fast help, after I paid the website said a counselor Isnt available for a week. That is not what I signed up for. I have emailed and asked for a refund. No response.

      Business Response

      Date: 03/01/2023

      Hi,

      Thanks for reaching out to Talkspace Escalation Support.

      We have looked into the account found that the issue has been addressed and resolved directly by the Talkspace Customer Support team and the client.

      We apologize for the inconvenience. Please let us know if there is anything else that we can help you with.

      Sincerely,

      Talkspace Escalation Support

    • Initial Complaint

      Date:01/18/2023

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      From May of 2022 thru November of 2022, my ************** Card was charged $396 a month by Talkspace. The total charges are almost $3,000. I have no idea what the charges are for. One of my daughters spoke to Talkspace in 2020 but she has not been on my insurance since July of 2020. Talksmart has no way to contact them by phone. They only allow you to reach out to them by email. I received a couple of responses from them by email and provided them my entire HSA credit card information as well as dates of all the charges. After a couple of days, I reached out to them again. They have not responded to me in 10 days. I need the money that they took from me to pay other pending medical bills. This is a public company that holds themselves out as a healthcare provider. I don't understand how they can not provide a way for customers to contact them by phone. I am not sure what other information I can provide but stand ready to do anything necessary to pursue this claim. Thanks for your help.

      Business Response

      Date: 03/01/2023

      Hi,

      Thanks for reaching out to Talkspace Escalation Support.

      We have looked into the account found that you are working directly with the Talkspace Customer Support team.

      We apologize for the inconvenience. Please let us know if there is anything else that we can help you with.

      Sincerely,

      Talkspace Escalation Support

      Customer Answer

      Date: 03/03/2023

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

      Sincerely,

      *********************



       

    • Initial Complaint

      Date:01/13/2023

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I set up two appointments with psychiatric providers via talkspace. They were each with different providers - The first was with Lovely ******** and the second was with ********. Their app is very inaccesible so now that ******** is not my provider I am not even able to see her last name. With Lovely ********, the provider never appeared for our initial appointment. I was told I would get a refund but was instead billed $25 for the session and not refunded. I was also billed an additional $25 and I do not know why, as I have yet to have a single appointment that I set up with Talkspace actually be honored by the provider. ******** cancelled our appointment without explanation.Talkspace owes me at least $50 and does not appear to be a functional app or service. Moreover, communication with them about billing is impossible. There is no number to call and complaint "tickets" recieve a generic response.

      Business Response

      Date: 03/02/2023

      Hi,

      Thanks for reaching out to Talkspace Escalation Support.

      We have looked into the account found that the issue has been addressed and resolved directly by the Talkspace Customer Support team and the client.

      We apologize for the inconvenience. Please let us know if there is anything else that we can help you with.

      Sincerely,

      Talkspace Escalation Support

    • Initial Complaint

      Date:01/13/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Used my Cigna employee counseling for a 7 day couple counseling session. I have a love session from 1/9/2033 and it good for 7 days. Provider has made no contact with us. I reached out to customer care and they sent an automated email saying they will get back to me. I have had to response from this

      Business Response

      Date: 03/02/2023

      Hi,

      Thanks for reaching out to Talkspace Escalation Support.

      We have looked into the account found that the issue has been addressed and resolved directly by the Talkspace Customer Support team and the client.

      We apologize for the inconvenience. Please let us know if there is anything else that we can help you with.

      Sincerely,

      Talkspace Escalation Support

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